Platform Customer Success Associate

July 12

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Unlock the potential of insurance on the internet.

insurance • insurtech • SaaS • APIs

51 - 200

Description

• Provide technical support to partners, addressing their inquiries and resolving technical issues related to our products and services. • Communicate with partners via support systems, email, and other channels to understand their needs and provide assistance. • Adhere to service level agreements (SLAs) by being available to respond to partner inquiries within specified timeframes and ensuring timely resolution of issues. • Serve as a liaison between clients and the product team, gathering feedback and insights to inform product development and enhancements. • Escalate complex technical issues to the appropriate internal teams, such as the technical or product development team, for further investigation and resolution. • Work closely with cross-functional teams, including Product Management, Project Management, Quality Assurance and Engineering, to address partner needs and ensure seamless communication and resolution of technical issues. • Craft support reports by collecting, analyzing, and summarizing support tickets and requests, providing insights into trends and areas for improvement. • Manage support tickets and requests by documenting, validating, and updating information as needed, ensuring accurate and thorough record-keeping. • Maintain a positive, empathetic, and professional attitude toward partners at all times, striving to ensure their satisfaction with our products and services. • Develop a deep understanding of our products and services to effectively address partner inquiries and provide accurate information and assistance. • Identify potential issues before they arise by monitoring partner usage and performance, and proactively reach out to provide support or resources. • Provide feedback on the efficiency of the customer service process and suggest improvements to enhance the partner experience. • Assist in the onboarding process of new partners by providing training and resources to ensure a smooth integration with our products and services. • Create and maintain detailed documentation for common technical issues and resolutions to help streamline support processes and improve efficiency.

Requirements

• Bachelor's degree in a related field or equivalent experience. • Previous experience in technical customer support or a similar role preferred. • Strong technical aptitude and ability to troubleshoot technical issues effectively. • Excellent communication skills, both written and verbal. • Ability to manage multiple tasks and prioritize effectively in a fast-paced environment. • Empathetic and customer-focused attitude with a commitment to providing exceptional service. • Familiarity with support ticketing systems, data analytics and customer relationship management (CRM) software is a plus. • Experience in preparing support reports by collecting, analyzing, and summarizing support tickets and requests, providing insights into trends and areas for improvement.

Benefits

• Unlimited PTO… no really, we want you to take it! • Mental Health Breaks - company provided meditation app and a weekly wellness hour • WFH stipend to help you work your best while being remote • Countless Medical, Dental and Vision plans … we are an insurtech company after all! • Equity and 401K • Generous parental leave